Job Description

Job Summary:

The Tier 1 Technical Customer Support Representative will work with customers and business partners to answer inquiries to resolve technical and procedural problems and issues with customer accounts, their domains, and with hosting services provided to customers. This will be accomplished via telephone, email, and live chat in a call center environment.


Responsibilities/Essential Functions:

•Respond to email, chat, and phone requests in a call center environment
•Efficiently and accurately trouble-shoot and professionally respond to support requests
•Process inbound technical inquiries related to hosting, domain, registration, and other products and services
•Operate phone, computer, fax, and other office equipment
•Meet required daily performance metrics and measurements
•Adhere to call center attendance guidelines
•Provide high quality customer support to our customers
•Perform additional duties as required


Knowledge:

•Knowledge of the Internet and Domain Name System
•Understand Internet services, online trends, the competitive environment, customer expectations
•Knowledge of UNIX, LINUX, and Windows hosting
•Knowledge of MySQL and PHP
•Knowledge of hosting-related protocols, such as Telnet, FTP, POP3, DNS, and HTML

Skills/Abilities:

•Troubleshooting common problems related to web hosting, email, and DNS issues
•Web design skills and with website development tools such as HTML, FrontPage, and DreamWeaver
•Strong verbal and written communication skills
•Highly motivated, results-driven, self-starter with a proven capacity to set and achieve individual goals
•Ability to improve processes and procedures
•Ability to continually expand technical knowledge
•Intensive, results-driven customer focus and accountability
•Ability to work well in teams and focus on our companies collective success as well as individual achievement


Position Requirements:
•Must be fluent in Spanish and English
•Minimum 1 -2 years of customer service/technical experience
•High School Diploma/GED
•Functional knowledge of MS Office tools, online presentation software, and SalesForce
•Experience in a web services or networking environment is desired, but not required


Working Conditions:

•Office/ Call Center Environment
•Must be able to sit for long periods of time